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System and Automation Analyst

Department: Service Delivery

Reports to: Assistant Manager - Global Contact Centre System & Automation

This role will be responsible for the configuration of business rules and for the design and development of automation solutions aiming to improve the productivity and operation of Global Contact Centre (GCC). He/She will also be accountable for understanding and analysing business needs and translating them into business rules or solutions in order to drive business efficiency.

Key Responsibilities

* Monitor and administrate the Global Contact Centre (GCC) telephone system, work force management and quality management system

* Manage the GCC call flow and call traffic control across our hubs and out port reservations teams

* Coordinate the improvement request with our internal information technology team and vendor team in order to resolve technical issues, develop and enhance our system

* Design and develop automation program to improve GCC productivity and work efficiency

* Activate family care centre hotline in emergency scenarios such as uploading voice prompt and administer such processes

* Explore and implement new tools to ease GCC operations such as knowledge management tool

* Work within the team to proactively look into data and trends to come up with enhancement ideas, process improvement and for management review and making informed decisions

* Member of the response team to provide ainstantaneous support for emergency and ad-hoc situations

Requirements

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Tertiary educated with 1+ years of relevant working experience

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Knowledge and experience of contact centre operation will be advantageous

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Solid programming experience in automating and streaming processe

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Strong planning, time management and problem solving skill

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Creative and innovative problem solving skills

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Data sensitive and high level of attention to details

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Fluent in written and spoken English, Cantonese and Mandarin are a plus

Application Deadline: 6 September 2017

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

I would like to apply for the post of System and Automation Analyst bases at your esteemed organisation. I have attached my CV.

CV:

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